RubberTech Industries receives hundreds of queries and support tickets daily from clients needing assistance with product specifications, installation, and troubleshooting. Managing these tickets manually was time-consuming and prone to errors. With Deskhero's ticket management system and advanced AI capabilities, they were able to automate ticket categorization and prioritization, reducing manual effort and improving response times.
The AI leverages OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation, and scraped website data to generate suggested replies. This feature has drastically reduced the time taken to respond to customer queries, improving customer satisfaction rates.
Deskhero's AI also enhances search results, making it easier for the support team to find relevant information quickly. This feature is particularly useful when dealing with complex queries that require in-depth product knowledge.
RubberTech also uses Deskhero's custom fields and structured data lists to organize customer information and track support tickets effectively. The user groups feature allows them to assign tickets to the right team members, further improving efficiency.
Overall, Deskhero's advanced AI capabilities have transformed RubberTech's customer support operations, enabling them to provide faster, more accurate support to their customers.
How does Deskhero's AI improve response times?
Deskhero's AI uses OpenAI Embeddings from previous tickets, knowledge base articles, and other resources to generate suggested replies. This reduces the time taken to draft responses, thereby improving response times.
Can Deskhero handle complex queries?
Yes, Deskhero's comprehensive search bar and AI-enhanced search results make it easier for support teams to find relevant information quickly, even for complex queries.
How does Deskhero help in organizing customer information?
Deskhero's custom fields and structured data lists allow companies to organize customer information effectively. It also provides user groups feature to assign tickets to the right team members.
* This article provides an example of how a fictive company in the Manufacture of molded rubber products, such as gaskets, seals, and diaphragms industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
